Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Dear Mr [redacted] , We are in receipt of your correspondence with the [redacted] of [redacted] and the Revdex.comWe appreciate the opportunity to address your concerns This has been viewed and resolved by our Senior Manager Customer RelationsAccording to our records, chewas attempted at our kiosk at 11:42PM and 11:45PM for a 12:15AM scheduled departureWith this information we can only conclude that chewas not completed within the minute required chetime frameWhile I understand you have stated you were there before the minute requirement the time stamp does not reflect this I'm sorry we're unable to honor your requestAs a goodwill gesture, all travelers have been provided with a travel voucher in the amount of the purchased ticket price ($139.10)Typically, a $fee is applied to tickets that are not used on the scheduled departure date/time but the fee has been waivedIn addition, we have requested a refund of the seat and baggage fees, in the amount of $Please allow 7-business days for that to post to the credit card ending in [redacted] To redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX- [redacted] - [redacted] XXXXXXXXXXXXXXXXX- [redacted] XXXXXXXXXXXXXXXXX- [redacted] XXXXXXXXXXXXXXXXX- [redacted] XXXXXXXXXXXXXXXXX- [redacted] This vouchers must be redeemed by November 27,2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Frontier does not provide reimbursement of expenses incurred when the minute cherequirement is not metWe understand that this may not be the answer you expected, and we are sorry to disappoint you We hope to have the privilege of serving your future travel needs under more pleasant circumstances Kind Regards, [redacted] Frontier Airlines Customer Relations [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid for days from the date of issue and may not be extended It may not cover the entire value of the purchase It may be used only once, so there will be no remaining value after redemption It's not transferable and may only be redeemed in the name of the passenger [redacted] whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an outright, and outrageous lieThe staff on counter (the night shift manager: [redacted] ) knows that we were present minutes before the minute cutoffInstead of doing all he could to help us get our boarding passes, he used delaying tactics and deliberately timed us out so that we couldn't print physical passes even if we wanted toThere were six of us present and we all had checked in onlineIn any other airport we could have boarded without the passes [redacted] insisted that we could not do so in Las Vegas without physical passes Final Consumer Response / [redacted] (4200, 11, 2015/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have earlier established this company's pattern of deceit, and the customer complaints they have received are a testimony of that We have six people who were at the counter saying that we were there at minutes before the flight departure, when the cutoff is minutesIt is very convenient - and self serving - for [redacted] to say that is not the case The boarding times shown on the system are not reflective of anything [redacted] was using a delaying tactic and not issuing boarding passesAfter wasting precious minutes arguing with him and other staff at the counter, in a final bid of desperation we used the self help kiosks at the airportThese instances occured long after we were at the airport The points to which we have not really received an answer from the company still stand: We had already checked in online, so why were we not advised to go through the security check in any case? How can a flight that is supposed to depart at 12.15AM, fly off just after midnight when checked in passengers have not yet boarded or even issued boarding passes? We have now been going back and forth with this company that lacks basic integrity towards its customersWe have spoken to ~people in the organization and each time we hear a different response Initially we were offered airline vouchers which we refuse to accept on principle, as we are NEVER going to fly with this airline ever again Subsequently - the Facebook customer service informed us that they would consider our request for the vouchers to be paid in the form of a chequeThis was in late AugustSometime in September, this message was retracted & deleted from Facebook In late September, after we formed a Facebook page to bring aggrieved customers together for better resolution, the airline changed its tune instantly and asked us to send in all the receipts and damages that we had to suffer because of being disallowed to boardNow towards the end of October, there has been no response or action toward this front Make no mistake this is a company that has no sense of ethics, integrity or justiceForget about customer service, they are intent on making their customers lives a Kafkaesque nightmare We will continue fighting however against this injustice Final Business Response / [redacted] (4000, 13, 2015/11/02) */ Dear Mr [redacted] , We have received your rebuttal as submitted to the Revdex.com If you checked in the night before and printed out boarding passes [redacted] still had bags to check, your bags have to be checked in minutes before departure We are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following policy Regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns In order to access your travel record, I will need additional informationPlease send your confirmation code so we may research your bag fees Regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 11/02/09:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept my apology for any confusion regarding your seat assignmentsWith your injury we would accommodate you an upgraded seat for your leg at no additional costThis was done for you when contacting our reservations department on October 2, for both the outbound and return flights The entire row would not be provided without purchasing the seat After contacting us regarding your return flight agents were able to secure and entire row for you for the same fare as you had purchased your seat forYour seat was provided and the additional seat fee was chargedYou and your mother were both provided a $travel voucher as a customer service gestureRespectfullytickets that are flown are not refunded I understand this was a frustrating inconvenience once onboard and I can only assure you these are not the standards we strive to maintainBe assured that your comments have been forwarded to the Leadership Team responsibleIt is feedback such as yours that enables us to make changes to our product, and better serve our passengers We regret that your experience did not meet your expectationsWe hope for the opportunity to restore your confidence in our servicesRegards, Customer Relations

Complaint: [redacted] I am rejecting this response because:In the original response from Frontier, she stated that when a customer is selected for security risk it is a random selection I can see a random search like at the airports when you have to push the button and they randomly pick people to search This is a bit different I was flagged as a "Security Risk" I saw it on the Frontier computer screen next to my name "SECURITY RISK" They announced it for other passengers to hear That has to be a violation or it should be To actually call someone a security risk for no reason is not acceptable I have not heard a reasonable response to why this is OK for a business to do When I asked the lady at the counter from Frontier, she told me I was flagged by TSA This was a lie I checked with them and I also flew with another airline right before this flight with no problems I flew other airlines after this flight with no problems from the TSA The TSA told me I was in fact flagged by the airline as a security risk Again, in this day and age with all the actual terrorist threats out there, to actually label someone a "Security Risk" Or "Security Threat" for no reason is not right I was stressed out as to why I was "Marked" I cannot see why any company would have a policy to cause undo stress and worry to their customers I do believe in my mind, someone at Frontier that I spoke to did this in some sort of retaliation because I called to complainI am not satisfied with the response from the company Because all of this did in fact happen I was pulled out of line times and everything I had with me was searched Not just once, but twice I had to be patted down and sent to a separate area where they pulled everything out of my luggage It took over an hour They went through all my belongings Why? Have not received a good answer yet To treat customers like criminals and announce it is not acceptable Sincerely, [redacted] Scott

08/12/10:AM [redacted] , Thank you for forwarding the emails you receivedWe've verified that the written information that was provided on February included: The voucher must be booked within days from date of issueAs a gesture of goodwill, we've allowed a one-time exception and granted an extension of your vouchers for immediate useYour new vouchers must be redeemed prior to their expiration on 8/19/Your party's new voucher numbers are: [redacted] We Value Your BusinessThank you for choosing to fly with usWe look forward to the opportunity to welcome you on board again and will work to make sure you next experience is a better oneKindly, [redacted] Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because I have not received a voucher I spent over $for a hotel room, and over $for rental I expect the voucher to be $ Sincerely, [redacted]

Response Email 03/08/08:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I sincerely apologize that you are not satisfied with our resolution in this matterI understand your frustration with the situation as a whole, and I'm sorry that this has been your experience As a customer service gesture, I have issued you a new voucher with a later expiration dateI understand your hesitance to fly with us again, but I'm hoping that this will give you some more time to reserve travel with our airlineYour new voucher number is (XXXXXXXXXXXXX) and it expires on September 8, As with your previous voucher, you do not need to fly before that date, but your reservation does need to be made before the voucher expiresI have listed further voucher redemption information below for your reference I apologize again for your dissatisfaction with our previous resolution, but I hope that this will be a more suitable resolutionWe hope to see you again soon! Kindly, Customer Relations Specialist Frontier Airlines

08/31/04:PM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI'm sorry to hear that you were not seated in the seat you paid forYour description of this incident is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to youCustomer Service is *eyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can ta*e appropriate measures to ensure your experience is not repeated We Care About YouIt is important for us to *eep good relationships with customers li*e youIn an effort to ma*e things right I have reversed the charge for your seat and put $bac [redacted] on your Master Card ending in ***Come Bac [redacted] SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards, ***Frontier Airlines

05/06/02:PM Dear Ms [redacted] , We do apologize for the experience you encountered when you recently traveled with us A customer relations manager will be contacting you regarding your extended time on the aircraft and customer service interactionsToday, I would like to address your car seat, baggage and blanket concerns Car Seat - We are happy to reimburse you for the car seat that you needed to purchase for your granddaughter please send us the receipt and we will take care of that for you Baby Blanket - we do apologize we have not yet been able to find the blanket, we do continue to look for the blanket Again, please submit receipts for the replacement blanket and we will process for reimbursement Suitcase - if you could kindly submit receipts for the repair of the suitcase, we will be happy to pay for your repairPlease know that we are continuing to search for both the blanket and car seat and will notify you immediately if we are able to locate them In the meantime, we look forward to receiving you receipts In addition, you should be contacted shortly by our customer relations department regarding your extended time on the plane and the customer service issues you experiencedMs [redacted] , thank you for your time today Please contact me with any questions or concernsRespectfully, ***

12/02/06:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondExplanation of Baggage FeesThe dimensions you state are the restrictions for carbags, rather than complimentary personal itemsYou are always welcome to board with one free personal item, to go under the seat in frontThink briefcase, laptop, or purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead binAs your bag exceeds these dimensions, your bag is subject to carbag fees during travelI apologize if this was not previously explained to you, and I want to assure you that we do not handle these requests differently at the airport itself Our carbag pricing is staggered based on when the fees are paidThe fee for baggage paid for online prior to travel is currently $35.00, while bag charges paid for at the airport are $It sounds like our agent in Florida gave you a discount as a one-time customer service gestureWhile our agent in Philadelphia acted according to policy, it sounds like she could have been more informative in explaining our policiesWe are unable to issue refunds for transactions that are consistent with our policies You can review more detailed information regarding our baggage policies here Come Back Soon I hope that this experience has not hurt your impression of the service we strive to provideI appreciate the time you've taken to share your feedback with usI hope you'll feel free to share any other comments or concerns you may haveKindly, [redacted] Customer Relations Specialist Frontier Airlines

07/14/06:AM Hello [redacted] , I have cancelled the original credit that was set to expire on TuesdayI have issued you a voucher in the amount of $(# [redacted] ) that is set to expire January 14, You do not have to travel within this timeframe; travel just has to be booked by the expiration dateFurther voucher redemption information can be found below I am glad we were able to find a solution to this situationWe look forward to seeing you onboard a future Frontier flight! Kindly, [redacted] 07/13/07:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond With regard to the situation, it is stated in our Emergency Policies that in the case of illness or death of an immediate family member who is not a passenger, passengers qualify for a credit for the amount of the flight upon receiving proper documentationRefunds are only an option when it is the ticketed passenger whose illness precludes them from travelingYour circumstances, while out of your control, do not qualify for a refund You were issued a credit for the full value of the flight, and in the email you received, I do see that you were advised of the day expiration periodThat being said, I also recognize that it is frustrating to not have the option to book flights past OctoberSince you are unable to use the credit for your desired flight, as a customer service gesture, I can void out the Credit Shell and issue the amount of $as a voucher good for six monthsThis will give you more flexibility with when and how you apply the creditPlease confirm that this would be an acceptable resolution Kindly, [redacted]

Complaint: [redacted] I am rejecting this response because I asked for the entire credit of $to be credited back to my account Nowhere did I ask for $to be applied to my flight that I booked with Frontier Airlines for reservation [redacted] I would understand Frontier's position on this matter if I in fact cancelled a flight with this airline and booked different flight with another carrier, but I cancelled a Frontier Flight and then booked the same exact flight to Las Vegas for the same day and same time I am being penalized by the Frontier Airlines even after showing loyalty to them I booked this flight for a business trip to Las Vegas, then I was mandated to take my Navy Reserve training during the same time as this trip so I cancelled the flight only to be told that same day that my training was pushed further in to August I then rebooked the same Frontier flight and now I am being penalized for it I have no plans on using any amount of credit at Frontier Airlines since we are not planning on flying anywhere in the near future I work three jobs and time does not allow for travel and I am not going to be forced by Frontier Airlines into traveling and paying for hotels, food, etc just because of their unfair treatment of their loyal customersI want the remaining credit balance of $refunded to my credit card as well, I do not want and will not be forced into using a credit Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/07/06) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any confusion regarding the carfeeThe Economy fare purchased has a fee to cara bag not to exceed X X The fee is less paid when booking direct or with online check inEach passenger [redacted] allowed one free personal item such as a purse or laptop case not to exceed X X that can be placed on the floor in front of youYou would be charged for your carregardless if you put your purse/pocket book in as it would be larger than the personal item size limitYou can view our baggage policy at http://content.flyfrontier.com/travel-information/baggage?_ga=1.XXXXXXXX.XXXXXXX...⇄ the carbag fee paid would not be refunded Carbags slow the boarding and deplaning process, it's helpful for us so the fee is less We look forward to the opportunity to serve you again aboard Frontier Airlines Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response was generic and unempatheticIn addition your response doesn't hold true - because your own employees don't follow this policyIf you read my case I escalated after I witnessed your employees tell several passengers [redacted] insert their handbag into their carryon to avoid fees Just wanted to know if this is okay to be posted on social media Final Business Response / [redacted] (4000, 13, 2015/07/24) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the [redacted] and appreciate the opportunity to further address your concerns With the Economy fare there is a fee to bring a carbagEach passenger [redacted] allowed a free personal item such as a handbagIf the handbag is larger than the personal item size agents may advise to put in the carbag to avoid an additional feeIf the passenger [redacted] a handbag, carand laptop case they would need to place one in the carto avoid additional fees and having a bag checked as you are only allowed items in the cabinThese are examples of why agents may tell a passenger [redacted] consolidate to avoid additional fees The fee charged for your carbag on each flight is valid as you did bring a carbagI'm sorry you're not happy with our resolution Sincerely, [redacted] Specialist [redacted] Airlines

Attention Revdex.com:The Customer has since threatened legal actionCustomer Relations will no longer be able to respond 11/10/08:AM [redacted] Well as much as I appreciate your concern as well as your quick response to this event I have already decided to take legal as well as public action against frontier airlines for the circus act one of your employees decided to put me throughThank you for your concern but I'm turning this over to my team of lawyers who you will be hearing from VERY shortlyThank you and have a nice dayVia Email 11/09/04:PM Hello ***,I appreciate your quick response with the information I requested I am asking you to allow me the opportunity to gather additional information in order to assist you further Please be assured that your concern is important to us and I will get back to you as soon as I receive this needed informationRegards,***Frontier AirlinesCustomer Relations

Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any inconvenience you experienced when contacting us to use your creditWe have high expectations of our employees and are disappointed with the lack of assistance you receivedFor training purposes; we have made your comments available to the reservations managerYour comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback In reviewing your information I can see that you have been in contact with our Customer Relations agent [redacted] and she has waived the change fee as a customer service gesturePlease remember that any applicable fare difference will apply and you must make a new reservation by November 14, You do not have to travel by this date just make a new reservation applying your credit Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] */ Mr [redacted] , As promised, I researched the situation of your booking and I appreciate the opportunity to address your concerns According to our records, you booked your reservations through Orbitz on June 13, You selected a departure from Washington, Dulles to Denver on June 26, and returning June 29, In researching, you contacted Frontier and changed your flights to depart on June 19, and returning June 22, You chose an Economy fare in the amount of $in your initial bookingWhen you changed your flights the fare increased due to the higher fares that applied for the new datesThe change in dates resulted in an additional fare increase of $for a total cost of $ We understand there are times when customers need to cancel a reservation and we do have a hour ticket refund policy in line with DOT requirementsWe can refund tickets in full if cancelled within hours of booking if the booking is for travel at least days laterHowever, our policy states if the travel is within days of purchase the hour rule does not apply and tickets will not be refundedYour purchase was made on June 13th for travel on June 19th which does not meet the day requirement As a goodwill gesture, we would like to provide a $travel voucher which can be used toward the purchase of future Frontier travelVouchers can be redeemed on our website or by calling our Reservations Center at XXX-XXXX-FLY (XXX-XXX-XXXX)To redeem your voucher online, visit www.FLYFRONTIER.com and book your flightOn the "Purchase" page, check mark "Voucher", then click "Lookup" Name: [redacted] Voucher number: XXXXXXXXXXXXXXXXX Expires 9/17/(this means your travel using the voucher has to be booked by this date) Full Terms and Conditions are listed below In reviewing your purchase I found you were overcharged $for the external ticketing fee (third party exchange ticketing fee)This fee is a onetime fee per passenger [redacted] you were charged twice in errorWe have submitted a refund of the overcharge of $Please allow 5-business days for this to post to the credit card ending in I sincerely apologize for this error Your continued support is very important to usWe hope to have the privilege of serving your future travel needs Sincerely, [redacted] Frontier Airlines

I am rejecting this response because: I was informed by the manager at the boarding location that because the flight was delayed more than hrs I was due refund for at least the connecting flight that I never got onAlso the for the luggage is nothing compared to the money I lost for my room the friday night and also a non refundable concert ticket that I purchasedThis company cost me and alot of other people lots of moneyAnd won't cut it Sincerely, [redacted]

07/19/06:PM [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Your records did not show a charge for the seat you had in 27B Seat selection are free at the time of check inIf you incurred a charge it may show on your Fiance's reservation, but I do not have his reservation to review Unfortunately, sometime seat assignments get changed at the airport for various reasonsI know seat assignments are important to our passengers and I am sorry you were not able to sit together Regrettably, we will not be able to issue you a refund due to the seat being changed, but for the inconvenience I have issued you a $electronic travel voucherThe voucher must be redeemed by October 21, 2016, but you do not have to travel within this time frame

Initial Business Response / [redacted] (1000, 5, 2015/05/25) */ Dear Ms***, Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize for the delay of your baggage when you traveled with us recentlyIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you According to our records you have received your delayed bags and a refund was provided for of your checked bag feesOur Central Baggage department received your interim receipts on May 20th and forwarded them to Las Vegas for review for reimbursement If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondRefundWe have refunded the unflown portion of your reservationThis refund is in the amount of $with $going back to your card ending in xxxx and $going back to your card ending in xxxxPlease allow up to days for this transaction to show up on your accountReimbursementWe want to assist with the additional expenses you incurred due to this incidentWe are able to reimburse for your hotel stay in San AntonioWe are also able to reimburse for your other airline ticket, less the Frontier refundUnfortunately, we are unable to provide reimbursement for meals and for your prepaid hotel stayYour total reimbursement is in the amount of $pending approvalThis reimbursement will be sent in the form of a check to the address provided xxxxxxxxxxx Please allow 4-weeks to receive this check due to processing and deliveryVisit Us AgainI hope regardless of your experience you will choose to fly with us againI am confident your next experience with us will be a good oneRegards, Customer Relations SpecialistFrontier Airlines